RRN #320
Office of
Research and Planning
Prepared by:
Amanda T. Saw
Research Briefs from Crafton Hills Office of Research and Planning
Fall 2011 EOPS Service Evaluation
Overview: In the Fall of 2011, the Extended Opportunity Programs and Services (EOPS) office
administered a Service Evaluation to obtain feedback from the students they served. This report is a
summary of the responses collected from those surveys.
Methodology: The EOPS Service Evaluations included one multiple choice question asking respondents
to indicate the reason for visiting the office followed by seven Likert-scale questions. Responses about
student satisfaction with the level of service provided and program staffing were recorded on a fourpoint scale (4 = Strongly Agree; 3 = Agree; 2 = Disagree; 1 = Strongly Disagree). In addition, two
dichotomous response questions related specifically to the EOPS workshops, and two open-ended
questions asked students to suggest additional workshop topics and provide any additional comments.
Sample: From September 26 to October 14, 2011, the one-page Service Evaluation was given to all
students visiting the EOPS office. In total, 123 surveys were collected. It is important to note that
although every student was given the opportunity to complete the survey, they did not necessarily
choose to do so. Also, because no identifying information was collected there is no way to know if the
same student completed the survey more than once.
Findings: Table 1 is a compilation of the reasons students identified for visiting the EOPS office. There
were 142 responses collected from the 123 surveys, indicating that some of the students who visited the
EOPS office were there for more than one reason. Respondents were more likely to visit the EOPS office
for the following reasons: to pickup or drop off their progress report (27%) or for a mandatory meeting
with a counselor (24%).
Table 1: What was the reason for your visit?
Pickup or drop off progress report
Mandatory meeting with counselor
Schedule/Reschedule an appointment
Sign up for a workshop
Attend a workshop
Attend second appointment
Question
Book voucher
Apply for EOPS
Other: book loan, advising, leaving paper work
Total
N
%
38 27
34 24
23 16
17 12
12
8
4
3
3
2
2
1
1
1
8
6
142 100
For additional information you may contact the Office of Research and Planning at 909.389.3390 or send
an e-mail request to asaw@craftonhills.edu
20111031
As seen in Table 2, students possess positive perceptions of the various aspects of the EOPS program.
Overall, students were highly satisfied with the level of service. All respondents agreed that EOPS is a
high quality service (100%), the program has helped them meet their educational goals (100%), they
would recommend EOPS to others (100%), and they are satisfied with the program (100%). None of the
respondents disagreed with any of these statements.
Program staffing was also rated favorably. In particular, students perceived the staff members to be
respectful (100%), helpful (99%), and understanding of their needs (100%). Only respondent indicated
disagreement with the statement that the EOP staff/counselor was helpful.
Table 2: To what extent do you agree or
disagree with the following:
Satisfaction with the EOPS level of service
This is a high quality service
This program is helping me reach my academic
goals
I would recommend this program to others
Overall, I am satisfied with this service
Satisfaction with the EOPS staff
The EOPS staff/counselor treated me with
respect
The EOPS staff/counselor understood my needs
Overall, the EOPS staff/counselor was helpful
Strongly
Disagree
N
%
0
0
Disagree
N
%
0
0
Agree
N
%
27
22
Strongly
Agree
N
%
96
78
Total
123
0
0
0
0
24
20
93
80
122
0
0
0
0
0
0
0
0
16
22
13
18
106
99
87
82
122
121
0
0
0
0
17
14
104
86
121
0
1
0
1
0
0
0
0
22
18
18
15
100
100
82
82
122
122
Table 3 is related to the attendance and perceived value of the EOPS workshops. About half of the
respondents (50%) indicated that they had attended an EOPS workshop. Of these respondents who
attended a workshop, 85% agreed that the EOPS workshop that they attended was beneficial.
Table 3: Attendance and perceived value of EOPS workshops
Have you attended an EOP&S workshop?
Was the EOP&S workshop beneficial?
Yes
N
60
51
%
50
90
No
N
61
2
%
50
3
In total, 41 surveys (33%) included suggested topics for future EOPS workshops. Of these 41 surveys,
respondents were more likely to suggest workshop topics related to: study/time management skills
(20%), career planning(15%), and transfer (10%). Table 4 presents the topics of interest, listed in order
of the most commonly suggested topics.
For additional information you may contact the Office of Research and Planning at 909.389.3390 or send
an e-mail request to asaw@craftonhills.edu
20111031
Table 4: Future Workshop Topics
Suggestions
 Study skills/time management (n = 8)

Career planning and exploration (n = 6)

Transfer (n = 4)

Note-taking strategies (n = 3)

Test-taking strategies (n = 3)

Managing money (n = 3)

Managing stress/anxiety (n = 2)

Child development (n = 2)

Essay writing (n = 2)

Other (n = 8)
Study time management
Study skills workbook sciences
Study skills
Time management/employment/job search
Multi-management
How to study
How to get good grades in college
Goal planning
Career planning
Career planning
Career or future transfer.
Career explanation
Career & lifestyle
Interview skills
transfer
Transfer
transfer
transfer to CSU
Effective note taking
note taking strategies
Note taking strategies
Test taking strategies
Test taking strategies
Test taking
Money
Managing money
How to manage money
Stress & anxiety help
How to manage student anxiety
Child development workshop
Child development
Essay writing for MLA - math note taking
Work citation & MLA formatting
Anything helpful :)
Information on teaching
Older students in school
Preparations for continuing academic studies
Sports
True colors
UC appreciation workshop.
Web advisor
For additional information you may contact the Office of Research and Planning at 909.389.3390 or send
an e-mail request to asaw@craftonhills.edu
20111031
When given the opportunity to leave additional comments, 31 respondents chose to do so (25%). The
following is a list of all the remarks that were offered, broken into two categories:
1) General thanks and positive comments (n = 28)
 :)
 Thanks!
 Thanks for everything.
 Thank you!
 THANK YOU!
 Thank you for your help.
 Thank you for everything
 Thank you EOPS for helping pay for my books and supply's. I am greatful.
 Thank you :)
 You guys know me when I come in better than my teachers. I love you show such personal
interest in my growth.
 Very pleased with all help being given and made available by the EOPS program.
 This program is very helpful for me & it helps that the staff is very helpful & understanding.
 This is a great program and I'm lucky to be in it!
 They give alot of help :)
 The staff & director are just wonderful.
 Love the program!
 Learned a lot today
 It is a great program
 It is a good program.
 If it was not for EOPS I wouldn't be here. So thank you very much
 I really enjoy coming here for help, thank you and keep it up please!
 I love this program, without it I wouldn't be where I am today in college.
 I am very satisfied.
 Great program, really appreciate extra help.
 Great program to join
 Good program!!
 EOPS is really help student to reach their goal.
 And yes I did the how to write a resume and it was helpful.
2) Areas of difficulty (n = 3)
 Hard to get into workshops.
 I would like to attend a number of different workshops, but they offer one wk at one specific
time, usually when I have class.
 I'm trying to apply for EOPS, financial aid & Calworks.
For additional information you may contact the Office of Research and Planning at 909.389.3390 or send
an e-mail request to asaw@craftonhills.edu
20111031